IT Support Administrator

hace 2 días

Santiago de Chile Vacasa A tiempo completo

**Why Vacasa**

We started with just one home and an idea: to bring homeowners and renters together with smart technology and caring local teams. Today, we're one of the fastest-growing vacation rental companies in the world thanks to the people who give us their best every day. You'll fit right in here if you're curious, entrepreneurial, and thrive in a rapid-growth environment.

**What we're looking for**

Vacasa Chile is looking for an eager and inquisitive individual to jumpstart their career as a Product Support Administrator focusing on Level 2 incident troubleshooting and administrative support. We have built our success as a company through in-house development of our property management software, fine tuned to our specific needs. Our customers are made up of our guests, homeowners, and employees so Customer Service skills are a must. We release software updates regularly and need to be able to support our team as experts in all sides of our systems, learning as we go.

**What you'll do**
- Use ITIL Ticketing System to track and document Incidents
- Utilize Knowledge Base for Solutions, Workarounds, and Training
- Escalate and assign tickets as necessary
- Determine priority, impact, and severity and re-evaluate as necessary
- Prioritize your own work based on SLAs set for ticket impact and urgency
- Reply to common issues with canned responses and assist in guiding the user towards resolving the issues themselves
- Assess trends in tickets and create Problem tickets to track Root Cause Analysis, total Incidents generated by a common cause, and associated development work
- Administer permissions to employees through a Role Based Access Control system
- Review software code to understand program functionality and configuration
- Ask lots of questions
- **Put the Customer Experience FIRST**

**Skills you'll need**
- Fluent in English
- Technical support experience
- Customer service experience
- Experience reading/writing PostgreSQL/MariaDB/MySQL, PHP, Javascript preferred
- Excellent written and verbal communication skills with a strong customer focus
- Problem solving skills
- MacOS and iOS experience preferred
- Excels in a collaborative, team environment
- Experience troubleshooting software related issues
- Empathetic to the needs of our employees
- Willingness to be wrong, learn from mistakes, and explore issues outside of the box

**Amazing Benefits**
- Fully remote (Within Chile)
- Extended Health Benefits
- 10 extra days of vacations.
- Great saving plan benefits (APV)
- Growth opportunities
- Courses and certifications
- All of the equipment you'll need to be successful
- Great team environment
- Vacasa is committed to maintaining a safe and productive work environment. Possession, use, or being under the influence of alcohol or illegal drugs in the workplace is prohibited._
- An offer of employment for this role will be contingent upon the successful completion of a background check._

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